CX Transformation Lead - Contact Center Excellence

PwC; Chicago (IL); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

PwC seeks a Manager in Contact Center Transformation to lead CX initiatives, guide and develop teams, and manage client service accounts. You will drive engagement workstreams, mentor staff, and identify opportunities to enhance delivery with technology and analytics.

The role emphasizes strategy, process improvement, and client relationships, with ongoing opportunities for impact across PwC’s firm.

Qualifications

• Proficiency in CX strategy and journey analysis.
• Experience improving customer service processes.
• Strong CRM and retention experience.

Responsibilities

• Lead contact center transformation initiatives to enhance CX.
• Guide teams in developing and implementing engagement strategies.
• Mentor junior staff and manage client service accounts.
• Drive data-driven improvements using KPIs.

Skills

CX Strategy

Customer Journey Analysis

Business Process Improvement

CRM/Customer Retention

Leadership & Coaching

Education

Bachelor's degree

Job description

PwC seeks a Manager in Contact Center Transformation to lead CX initiatives, guide and develop teams, and manage client service accounts. You will drive engagement workstreams, mentor staff, and identify opportunities to enhance delivery with technology and analytics.

The role emphasizes strategy, process improvement, and client relationships, with ongoing opportunities for impact across PwC’s firm.